Leading Dental Service Organizations (DSOs) are using AI-powered conversation intelligence to drive revenue, enhance patient satisfaction, improve operations, and optimize marketing.
If you’re part of a DSO, you’ve likely relied on call tracking to measure office effectiveness. While helpful, traditional call tracking offers only limited visibility. It may show that a call happened—but not who called, why they called, and why the appointment wasn’t booked.
These insights would be even more important for organizations with multiple locations spread regionally and staffed by multiple providers. A unified view across the entire organization—allowing visibility into what is happening in different offices and regions—is essential. Understanding what’s working in one region or location and being able to apply those insights to improve performance elsewhere can have a meaningful impact on the organization’s bottom line. This kind of cross-location visibility is especially valuable for DSOs managing a complex network of offices and providers.
Marchex AI-driven conversation intelligence can significantly boost patient engagement and operational efficiency, driving exceptional growth and business value. With solutions purpose-built for the dental industry, you can understand meaningful insights from every conversation, connect marketing activity to patient outcomes, improve brand reputation, and accelerate growth.
Reputation Drives Growth: Even Before the First Call
Long before a patient contacts one of your offices, their decision is shaped by perception. Reputation remains one of the most influential factors in provider selection.
- 86% of patients consult reviews before scheduling an appointment
- 90% say they would not choose a provider with poor ratings
(NRC Health, 2022)
Yet public reviews only capture a fraction of the patient experience. Many share feedback during phone conversations—but never post online. Research from Marchex based on conversational data from the Home Services industry, shows that negative sentiment in phone conversations often reveals dissatisfaction that isn’t reflected in online reviews.
AI-powered sentiment analysis can surface feedback from the “silent majority,” helping you identify at-risk prospects and resolve concerns before they escalate. These patients may not leave a review, but their impressions can spread through word-of-mouth and affect future acquisition.
Improve Patient Satisfaction—and Capture Up to $150K* in Additional Revenue Per Location
Sentiment analysis is often associated with emotion. But in a business context, it reflects how your brand is perceived—how confident, respected, or frustrated a patient feels after interacting with your team.
AI-powered conversation intelligence built for the dental industry can assess this sentiment at scale. You can:
- Detect unresolved dissatisfaction in real time
- Proactively address concerns before they go public
- Encourage happy patients to leave reviews or refer others
A 2023 McKinsey study found that organizations using AI to assess sentiment experienced a 22% increase in patient satisfaction—a gain that could translate to as much as $150,000* in additional revenue per location annually.
*This calculation is based on a 22% increase in patient satisfaction, leading to a 10% increase in patient retention and a 5% increase in new patient acquisition, with an average revenue of $1,000 per patient per year.
Accurately Attribute New Patients—Even When They’re From the Same Household
New patients often don’t call for themselves. A parent schedules a teen’s cleaning or check up consultation. A caregiver books an appointment for an aging relative.
Standard call tracking may classify these calls as returning patients. But dental-specific conversation intelligence can distinguish context and identify when the caller is representing a new patient opportunity.
You gain improved attribution accuracy and a clearer connection between marketing campaigns and patient acquisition, helping you justify budget and allocate spend with confidence.
Prioritize High-Value Opportunities From the First Call
Every call doesn’t have the same business impact. Some are quick cleanings or checkup visits. Others may involve more time and resources, such as crowns and root canals, implants, or other resource intensive restorative procedures.
Marchex platform understands this difference—out of the box. With built-in awareness of dental terminology, urgency levels, and financial signals, AI-powered conversational intelligence enables:
- Real-time lead scoring
- Faster identification of revenue-driving appointments
- Smarter campaign optimization across locations
You no longer have to rely on call volume alone. Now you can optimize based on what matters: patient intent and potential.
Recover Revenue From Unbooked Calls
Not every call ends in a scheduled appointment. But each missed opportunity has a root cause. Marchex’s AI-powered conversation intelligence helps you find it.
Did the caller need hours you don’t offer? Was insurance unclear? Did the front desk miss a follow-up question?
With Marchex’s AI-powered call analysis, you can:
- Uncover patterns in lost bookings
- Spot breakdowns in scheduling or service
- Focus coaching and training on the moments that matter most
These insights are especially valuable when high-value opportunities are on the line.
Detect Emerging Patient Trends Before Your Competitors Do
Your patients are talking about their concerns, treatment preferences, and new procedures. With AI-powered conversational intelligence, you can understand them at scale.
Conversation intelligence enables you to:
- Identify recurring conversation topics across locations
- Track changes to interest in treatments like whitening or clear aligners
- Detect emerging patient interest in new treatments, technologies, or procedures
These insights can help inform messaging, influence campaign direction, and differentiate your practice in a competitive market.
Case Study – AI-Powered Patient Intelligence: Beyond Surface Feedback
A leading DSO analyzed historical call recordings using a Marchex AI-driven dental industry solution. The goal was to uncover gaps in their current system and improve patient acquisition.
Before: Manual Tracking with Limited Accuracy
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- Relied on call tags, duration, and 15 manually set keywords
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- Required frequent updates and manual reviews
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- Missed variations in phrasing and evolving patient trends
After: Identification of High-Value Patients with Marchex
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- Automatically detected true new patient calls
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- Identified common patient concerns and trends
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- Revealed hidden inefficiencies in call categorization
Key Findings:
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- 40% of “High Intent” calls were actually appointment confirmations, reschedules, or cancellations
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- Only 14% of all calls were true new patient inquiries
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- Industry Topics Insights (for example, Marchex’s solution grouped 654 free form topics into a single meaningful category: Emergency/Urgent Care)
DSO Growth, Aligned With Patient Satisfaction
Maximize ROI With a Clearer View of the Patient Experience
As your DSO expands, so does the challenge of managing marketing performance, call outcomes, and patient satisfaction across multiple locations.
Marchex simplifies the complexity.
With dental-specific conversation intelligence, you can:
- Attribute revenue to specific campaigns
- Benchmark sentiment and outcomes across your locations
- Focus resources on high-impact calls and conversations
You are already investing in generating patient conversations. Now is the time to turn them into actionable insights—and measurable growth.
Ready to turn conversations into growth? Book a demo to see how your DSO can turn insights into action—at scale.